Senior Strategic Customer Success Manager

Summary

Join Iterable's Customer Success team as a key member responsible for managing high-value ($400k+ ARR) customer relationships. You will ensure customer satisfaction, identify opportunities for product expansion, and serve as the voice of the customer to the engineering team. The ideal candidate possesses exceptional communication skills, understands technical concepts, and has significant experience with email marketing or similar software. This role involves proactive account management, issue resolution, and identifying new business opportunities. Iterable offers a competitive compensation package, including benefits like paid parental leave, health insurance, and professional development allowances. The company values a growth mindset and provides opportunities for career advancement.

Requirements

• Exceptional communication and interpersonal skills
• Strong ability to understand technical concepts and problem solve
• Desire to teach new customers about the platform
• Passion for startups, software, and SaaS products
• Willingness to travel up to 25% of the time
• Significant experience with email marketing, push or SMS software
• Familiarity with technologies like APIs, HTML, CSS, and Javascript

Responsibilities

• Proactively manage a book of strategic-level ($400k+ ARR) Iterable customers
• Ensure customers have a smooth onboarding and implementation phase
• Work with the Support team to resolve any tickets or issues faced by your customers
• Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
• Lead regularly scheduled check-ins, QBRs, and monitor client satisfaction
• Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions
• Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
• Maintain a trusted advisor relationship with each assigned client
• Relay product feedback from our most important clients back to the engineering team
• QA new features and generate new support documents

Benefits

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Pre-tax commuter benefits
• Complete laptop workstation